Customer Experience Executive

SUMMARY:
Will be to manage all customer interactions, ensuring a seamless and memorable experience

POSITION INFO:

Dream Hotels & Resorts lives by its 8 core values. Our team is dedicated to being reliable and accountable, fostering empathy to understand others' feelings and collaboratively find solutions, and prioritizing sustainability in environmental, financial, and social aspects. Rooted in humanity, trust, dynamism, excellence, and joy, we celebrate diversity, prioritize integrity, embrace creativity, pursue quality, and foster a joyful work environment to connect people with our surroundings and each other. These play a part in our day-to-day decision making & operational requirements. 

To deliver exceptional customer service by managing guest interactions across all touchpoints reservations, queries, complaints, and follow-ups. This role plays a key part in ensuring customer satisfaction, loyalty, and the smooth functioning of Central Reservations and Rentals operations.

Job Overview:

As a Customer Experience Executive at Dream Hotels and Resorts, you will be at the forefront of delivering outstanding service to our guests. Your primary responsibility will be to manage all customer interactions, ensuring a seamless and memorable experience from reservation to departure. This role requires you to handle reservations, manage customer complaints, provide information about our services, and build strong relationships with clients to ensure repeated business. You will also support administrative functions, oversee the training and development of staff, and ensure compliance with company standards and policies. By consistently maintaining high service quality, you will play a crucial role in enhancing customer satisfaction and loyalty.

Key responsibilities:

• Manage and process all reservation requests, modifications, and cancellations.
• Handle exchanges, rental pools, welcome calls, incoming calls, and queries.
• Verify owner and guest details across timeshare, exchange, and rental bookings.
• Maintain accurate stock levels of flexi and fixed timeshare units.
• Provide product and destination information to clients, owners, and guests.
• Deliver professional, courteous service and resolve complaints effectively.
• Input and retrieve information using reservation systems (eRes, Nebula, in-house).
• Prepare quotes, confirmations, and invoices for bookings.
• Collect, verify, and manage payments from clients and OTAs.
• Perform general administrative duties and provide support to supervisors.
• Build strong client relationships and encourage repeat business.
• Maintain accurate records and ensure account clean-up and age analysis.
• Compile and present accurate monthly reports.

Qualifications and Experience

• 0 – 2 years of experience in the hospitality industry
• Computer literate (Microsoft Word, Excel, Outlook).
• Fully bilingual in English and Afrikaans.
• Solid geographical knowledge of South Africa.
• Familiarity with basic accounting and debtors’ functions. Own reliable transport and willingness to travel if required.
• Experience using reservation systems (e.g., eRes, Nebula, Opera, Galileo).
• Understanding of the timeshare and exchange ecosystem.
• Basic knowledge of OTA (Online Travel Agency) platforms.
• Must have knowledge of SANparks